Frequently Asked Questions
- General questions
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- How can I contact customer service?
- Please reach out to us via one of the channels on our Contact Us page. Or, feel free to fill out our online Contact Us Form and we will get back to you as soon as we can.
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- Can I change or cancel my order once it has been placed?
- We are not able to change your order once it’s been submitted. This includes:
- Discount codes missed
- Billing/Shipping information
- Shipping selection
- Adding/removing items
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- How can I apply for outdoor research sponsorship?
- Outdoor Research supports a wide variety of non-profit grassroots organizations and human-powered adventures that sustain our stewardship ideals of access, opportunity, and education. To apply for sponsorship, please email sponsorship
@outdoorresearch.com with more information about yourself or your organization. We’re stoked about your interest in our brand, but due to the high number of requests we receive, we don’t have the capacity to respond to every message. Rest assured our marketing team will be in touch if they think you’d be a good fit.
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- Where can I find the weights, fit, measurements, and other specifications of a particular product?
- Most product features and fabric details are included on each product page just below the sizing guide. Visit our Size & Fit Guide for all sizing charts.
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- If a product is out of stock on your website, what are my options for purchasing?
- We don't have a notification system for restocks other than signing up for the "Notify Me" on the product page to receive a "Back in Stock" email notification once the item is available on our website. Please note for items we no longer carry or that have been discontinued, we will not see restock of these items and the "Notify Me" option will not be available.
Please follow the steps listed below to set up a "Back in Stock" notification email:
- Navigate to the product page for the item.
- Select the Product photo, size, and color for the item.
- Click on the "Notify Me" button.
- Enter your email address and click the "Notify Me" button to submit your request.
Please keep an eye out in the Spam, Junk, or Promotions section of your inbox since it often lands in those folders. It can also be helpful to add our domain to your safe senders list in your contact book: info@outdooresearch.com.
You can find retailers near you by utilizing our Store Finder. If you’re local, you can also stop by the Outdoor Research Seattle Store at 2203 1st Avenue South, Seattle WA 98134 to see if we have your item in stock. Give them a call at (206) 268-7325 beforehand to check for product availability. You can also call our Outlet Store in Des Moines, WA. (206) 268-7326
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- How can I revive my waterproof gear?
- Here are a few resources you might find helpful on washing your waterproof gear:
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- I have a product suggestion or concern, who should I contact?
- We are always looking for ways to improve our products and raise the bar in the industry to better meet the needs of our fellow adventurers! Please reach out to us via one of the channels on our Contact Us page with your ideas, advice, or kudos.
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- Do you offer a pro deal program?
- Yes, we sure do! Please visit our VIP Program Application page to get started. Applications generally take 1-3 business days to process. Feel free to contact us at vip
@outdoorresearch.com if you have any questions regarding this process.
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- Can I place a tax-exempt order on outdoorresearch.com?
- No, our website does not support tax-exempt orders at this time. Tax-exempt orders can be placed through our Group Sales team if the minimum order quantity of 10 total styles and at least 5 items of the same style and color is met. Contact groupsales
@outdoorresearch.com
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- Where can I learn more about group sales?
- Learn more about purchasing bulk orders for your business at our Corporate and Group Sales page.
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- What is Klarna?
- Klarna is a buy now, pay later service that allows you to apply for monthly financing directly in checkout. Once approved, you can split your purchase into four interest-free payments so you can spread the cost of your purchase over time. Learn more about Klarna
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- How Can I Update my Mail Preferences?
- Please visit our Mailing Preferences page to unsubscribe from our email and/or direct mailing lists.
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- Shipping/tracking
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- Where can I find information on shipping costs, times, and carrier options?
- For US orders, please visit our US Shipping page for details on shipping costs, times, and carrier options, along with holiday schedules and expedited shipping options. For CA orders, please visit our CA Shipping page.
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- How do I track my package?
- Once your order has shipped, your account will be updated, and you will receive an email which includes shipment and tracking information. You can then either follow the link provided in your email or enter the tracking number directly in the carrier’s website (FedEx) to get an updated status report of your shipment. You are also able to check the status of your order at any time, including once shipped via our Order Status link. Tracking is available 24-hours after your order has shipped.
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- Can my order be shipped to an address outside of the United States or Canada?
- We do not offer any international shipping options from our websites.
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- Can I pick up my order at your retail store?
- We do not currently offer a will call service.
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- My order is being returned to sender, what should I do?
- We do not offer a reship service for shipments returned to sender. If your shipment is returned to sender, it will be received and processed by our warehouse team for a refund. You are free to place a new order as needed.
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- Warranty
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- How does your infinite guarantee work?
- You can learn everything about our warranty on the Infinite Guarantee page.
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- Do you offer a repair service?
- We do not currently offer a repair service.
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- What is the turnaround time for a warranty item?
- Turnaround times vary by season and warranty volume, the most accurate estimate will be included in your warranty claim confirmation email. If you have any questions in the meantime, feel free to reach out to us via one of the channels on our Contact Us page.
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- I’m only missing a small component of my item; do I need to send my entire item back?
- We oftentimes have extra straps, buckles, snaps, glove liners, and bivy poles lying around the office. Please reach out to us via one of the channels on our Contact Us page with photos of your gear and a description of what you’re missing, and we’ll check our availability.
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- I didn’t purchase my item directly from you, is it still covered under your warranty?
- Yes! As long as your item is made by Outdoor Research, and has not yet been warrantied through a retailer, it is covered under our Infinite Guarantee. Items that have been warrantied can be identified by an X marked over the tag.
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- What happens to the defective and used items once they are sent back to outdoor research?
- Outdoor Research, as a part of the outdoor industry community, has been fortunate enough to help others in need. Our donations have been sent to areas struck by disaster and given to local community organizations to help those who may not be able to otherwise get outside in the gear suited for their adventures.
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- Returns
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- What shipping address should I use to send my items back?
- Please visit our US Returns page for more details on US return shipping. Please visit our CA Returns page for more details on CA return shipping.
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- Can I return items without a receipt?
- If you purchased the item via our website outdoorresearch.com, and your desired return is not an item marked for final sale, you can make a return for a refund within 60 days of your order being shipped. We do not offer returns from 3rd party orders, orders placed through other vendors, or gift returns.
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- Can I exchange my item for a different size/style/color?
- We do not process exchanges. We are happy to refund you for the item(s) purchased via our website, then you can log back into your account and place an additional order at anytime.
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- I purchased an item online at outdoorresearch.com, can I return it to the Seattle store?
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The Outdoor Research stores, located both in Seattle and Des Moines WA, will accept online return drop offs during store business hours, as long as a valid return number is included with the return. Please note that our retail stores are simply a handoff point for online returns. They will give your return(s) to our warehouse team to process. They do not handle any portion of your refund/credit. Please visit our Returns page for more details on obtaining a return number.
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- How can I return an item from my recent purchase?
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Please visit our Returns pages for detailed instructions on making returns.
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- How do I return my purchase if I checked out as a guest?
Please visit our Returns pages for detailed instructions on making returns as a guest.
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- VIP Program
- VIP program eligibility, policies, and FAQ can be found on our VIP Program FAQ page.